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What is the difference between One–off Payments and bill payments?
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A One–off Payment is to someone you don’t pay on a regular basis, often replacing the need to use cash or cheques. One–off Payments can be set up, up to 90 days in advance. The recipient's (payee) details, such as name and bank account number, are not stored in Online Banking for you to use again.
With Bill Payments your payee details are stored in Online Banking for you to re-use. Multiple Bill Payments can be setup with differing due dates and amounts and can be set up, up to 90 days in advance.
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How many digits do I need to enter for bank, branch, account number and suffix?
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Generally, bank account numbers are made up of bank (2 digits), branch (4 digits), account number (up to 7 digits) and suffix (2 or 3 digits). For example: 06-0501-0123456-00.
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What information do I need to put in the Particulars, Code and Reference fields for One–off Payments?
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This information helps you and the person you are paying to identify the payment. You don't have to use all of the fields and you may choose to leave some blank.
For example, if you were paying back your friend for some movie tickets you could enter:
- in the Particulars field - 'Movie tickets'
- in the Code field – 'From Sam'
- in the Reference field - 'Thank you'
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How can I sort through my transactions?
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You can sort transactions for your accounts, or credits and debits for your credit cards, in ascending or descending order. Simply click on a column heading: date, type, details, deposit or withdrawal.
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How many days of transactions can I see/how far back can I go?
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You can view and download transactions from your everyday, savings and loans accounts.
Everyday and Savings accounts have transactions available from the 1st of June 2009.
Loans Accounts have transactions available from 1st of May 2001.
For National Bank credit cards you can view and download your last six statements, plus your current transactions since the last statement.
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How do I print out my Online Banking information?
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You can do this by using the standard Print function within your internet browser. The Print function in most browsers is generally located within the top menu as a drop down option under the heading name 'File'. Alternatively pressing the 'Ctrl' and 'P' keys on your keyboard will also activate the standard print function in most browsers.
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Why do some credit card details not display e.g. closing balance?
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You will not see a closing balance if the credit card is new. Where the credit card balance is $0.00, a minimum balance will not be displayed.
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Why is the Home Loan balance on the home page different to the balance displayed on the transactions page?
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The running balance that appears in the transaction list does not include the 'Interest Amount Accrued' on the loan balance. The balance displayed at the top of the page does include this amount. The 'Interest Amount Accrued' can be viewed on the Account Details tab.
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What is meant by a Home Loan 'maturing'?
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For home loans the ‘maturity’ date is the loan end date.
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Can I change the statement option across all accounts?
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No. Changing the method of statement delivery is only available on transactional accounts. Where an account statement delivery method can be changed, there is a link beside the current statement option to do this.
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How is the current month’s average balance calculated?
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The current month’s average balance is calculated over the duration of a calendar month. Meaning that each daily closing balance (for the calendar month) are totalled and averaged.
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Do fixed rate reviews apply to all loan products?
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No. Fixed rate reviews apply to fixed rate loans, but not personal loans.
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Does 'Next Repayment Date for Loans' display on all loan products?
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No. Interest only and straight line loans do not have the Next Repayment Date displayed.
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Online Banking is not displaying my loan type correctly, why is this?
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If you have recently opened a new loan account, the loan type displayed in Online Banking defaults to ‘floating’. It will take 2 working days for the loan type to correctly display.
If you have recently changed an existing account from fixed to floating it will also take 2 working days to display this change in Online Banking.
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I can now view my address on the Account Details tab. How do I change this if it is not correct?
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To notify the bank of a change of address, please select the My Details & Services tab on the Home Page, and click the link – Change Contact Details and complete the appropriate details.
NB: You need to allow three working days for your contact details to be changed.
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If I make a Funds Transfer will the money be transferred and available straight away?
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Yes. Funds transfer is immediate and the money will be transferred and available in your selected account straight away.
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Can I use Funds Transfer to transfer money into someone else's account or another bank?
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No, you can only make payments to someone else’s account or another bank by using Bill Payments, One-off Payments or Automatic Payments.
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Can I transfer funds to/from my term deposit, loan or managed fund?
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You can only transfer funds to and from your current and savings accounts and your National Bank credit card.
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Can I set up regular transfers between my accounts?
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No, we suggest that you use automatic payments to set up regular payments between your accounts.
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Can I include a reference or comment on my funds transfer transaction?
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Yes you can, comments added to transfers between current and savings accounts will show immediately. However, comments on transfers to your National Bank credit card will not be visible on the same day.
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Do I have to add a comment on to my funds transfer transaction?
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No, you don’t. However where comments are not included for transfer to your National Bank credit card, a standard reference of DIRECT CREDIT PAYMENT – THANK YOU will apply.
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What accounts can I use to transfer funds?
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You can transfer funds to and from your current and savings accounts and your National Bank credit card.
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Can I transfer funds from my Call Fund?
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Yes you can transfer funds from your Call Fund to one of your other National Bank accounts via the Funds transfer option in Online Banking.
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What is a saved payee and why do I need to set one up?
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A saved payee is a stored account number and statement details in your Online Banking who you would pay regularly. When you make a Bill Payment to them all you need to enter is the date and amount.
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What is the difference between adding a registered organisation or company and entering the account details myself?
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Registered organisations or businesses have arrangements in place with The National Bank to make it easier for you to pay your bills e.g. paying your phone bill, power bill, council rates etc.
You can also set up any other company or person within New Zealand to receive bill payments - all you need to know is their account name and number to set them up as a saved payee.
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What do I do if the organisation or company I would like to make a Bill Payment to is not registered with The National Bank?
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You can set up the organisation or business as a saved payee by selecting Add a new payee and entering their account name and number yourself.
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How do I search for an organisation or company that is registered with The National Bank - what do I enter in the search box?
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Type in all or part of a name of the organisation or company and search. Choose the organisation or business you want to pay from the search results by clicking on their name.
For example, if you need to set up a saved payee for your Meridian power bill, then search for 'Meridian' and you will see the following results:
- Meridian Energy
- Meridian Energy – Large Companies Only
Click on Meridian Energy to continue the set up process.
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What is the difference between the Particulars, Code and Reference fields and do I need to enter information into all of them?
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The Particulars, Code and Reference fields are there to help you and the recipient of your payment to identify the payment. You can leave all or any of the fields blank.
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For a saved payee to an organisation or company registered with The National Bank, where do I get my required payment details - what if I don't have the Particulars, Code and Reference information that I am being asked to enter?
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Your organisation or company should provide these details to you. Below each of the Particulars, Code and Reference fields you will see an explanation of what information you need to enter, e.g. 'First 8 digits of card number: enter a space after first 4 digits'.
For example, if you need to set up a saved payee to Meridian you will be asked to enter:
- your surname then initials, in the Particulars field
- your customer number or installation number, in the Code field
- the first 10 digits of the invoice number from your statement, in the Reference field.
You don't always have to enter information in all three fields; it depends on the registered biller's requirements. These fields will be marked as 'Not Required' or pre-filled for you already.
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Can saved payee details be applied to other types of payments, like Automatic Payments or One-off Payments?
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Saved payee details can only be used to create Bill Payments.
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How do I change the saved payee details once a saved payee is set up?
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Once your saved payee is set up, you can't permanently change the details. If you'd like to permanently change your saved payee details you will need to delete it and add a new payee.
However, you can change the statement details when making a Bill Payment to a saved payee. Your saved payee won’t be updated with these details.
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Can I change the statement details of a saved payee when I make a payment?
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You can view the saved statement details and change them for that payment only.
These changes to your statement details won’t be permanently saved to your payee details.
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Can I group my payees to make creating a multiple Bill Payment quicker?
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You are able to set up a group and add up to 20 payees to it. Your groups will be available to select from in the Create a Bill Payment feature. See Add a New Group.
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What is a Bill Payment?
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Bill Payments are used to pay businesses and others e.g. friends and family. Bill payments can be scheduled for up to 90 days in advance. Bill Payments payee details are stored in your Online Banking for you to re-use.
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What is the difference between the Particulars, Code and Reference fields and do I need to enter information into all of them?
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The Particulars, Code and Reference fields are there to help you and the recipient of your payment to identify the payment. You don't have to use all the fields and you may choose to leave some blank.
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What time is my bill payment going to be made?
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If your Bill Payment is set up before 10pm on a business day it will be processed that day. Any Bill Payments set up after 10pm or during the weekend will be processed the next business day.
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Can I make regular (reoccurring) Bill Payments without having to set them up each time?
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No, you can't set up regular Bill Payments. We suggest you use Automatic Payments to set up regular payments.
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How can I quickly find a saved payee that I've already set up?
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When you have selected 'Make a payment', select the drop down box under 'Payment To' and on your keyboard press the first letter of the payee you would like to pay.
You can also view the statement details of a payee so you know you’ve selected the right one.
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Can I change the statement details of a saved payee when I make a payment?
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Yes. Once you’ve selected a payee you can view the saved statement details and change them for this payment only.
Your saved payee won’t be updated with these details.
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Can I make Bill Payments from my Call Fund?
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This depends on the other account types you have.
If you have a transactional account (e.g. Freedom account) then you won't be able to make Bill Payments from your Call Fund. Instead, you can transfer funds from your Call Fund to your transactional account and create the Bill Payment from there.
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What is an automatic payment and how can I create one?
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Automatic Payments are used for regular reoccurring payments with the same due date and amount. You can choose the frequency of your payment: weekly, fortnightly, monthly etc. They can be scheduled for up to five years in advance.
For example, you could set up an Automatic Payment to make a regular fortnightly rent payment.
Learn how to create an Automatic Payment
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How many digits do I need to enter for bank, branch, account number and suffix?
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Generally, bank account numbers are made up of bank (2 digits), branch (4 digits), account number (up to 7 digits) and suffix (2 or 3 digits). For example: 06-0501-0123456-00.
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What information do I need to put in the Particulars, Code and Reference fields for an Automatic Payment?
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The Particulars, Code and Reference fields are there to help you and the recipient of your payment to identify the payment. You don't have to use all of the fields and you may choose to leave some blank.
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Can I change the details of my Automatic Payment?
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Yes, you can change the frequency, amount, payment & expiry date of an automatic payment. You can also change the particulars, code and reference details.
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Do I need to register for the 'Send Money Overseas' service?
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Yes. In order to send money overseas, you must be registered for the Send Money Overseas service itself and for OnlineCode, our 'two-factor authentication' system that gives you an additional layer of protection when you're using Online Banking.
To register for the Send Money Overseas service, please call us on 0800 49 50 51 (personal customers), or 0800 69 62 69 (business/rural customers) or +64 4 473 9880 (if you are overseas).
To register for OnlineCode, log in to Online Banking, go to 'My Details & Services' page, click on the 'OnlineCode Registration' link and follow the prompts.
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What is 'two-factor' authentication and ‘OnlineCode’?
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To protect your security, we often need to confirm who you are before giving you access to your accounts. A two-factor authentication process uses two 'factors':
- Something you know e.g. your customer number and password, and
- Something you have e.g. an object or device, such as your mobile phone in this case.
OnlineCode is a 'two-factor authentication' process for National Bank Online Banking. It works by sending a unique 8-digit 'single use' code to your mobile phone when you begin to use an Online Banking function for which OnlineCode applies. The 8-digit code is valid for your entire Online Banking session, enabling you to do multiple transactions.
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Why do I need OnlineCode to send money overseas?
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Once funds are sent overseas we are unable to recall those funds. Therefore to ensure safety of your funds we have introduced an extra layer of security when sending funds overseas.
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Why is the New Zealand dollar not an available currency?
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Outside of New Zealand, NZD is considered as a minor currency and overseas banks most often convert your payment to the currency of the beneficiary bank country at an exchange rate determined by them.
By selecting the currency for the beneficiary bank country, you are aware of the exchange rate and approximate value of your payment in your chosen currency.
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What if my desired foreign currency doesn’t appear in the drop-down list?
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The currency drop down list includes the most commonly exchanged currencies.
If your desired currency is not available, please contact us on 0800 86 38 63 or +64 4 494 5250 (if you are overseas), or visit your nearest National Banking Branch for assistance.
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What is the minimum amount that I can transfer?
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The minimum amount you can transfer per request is equivalent to NZD $100 equivalent in foreign currency.
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What is the maximum amount that I can transfer?
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The maximum amount you can transfer per request is equivalent to NZD $25,000 equivalent in foreign currency.
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Are there fees for the service?
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Yes. We have a flat fee of $20 per transaction.
In addition, fees may be deducted from the payment by overseas banks involved in processing your payment.
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What is a SWIFT/BIC code?
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SWIFT stands for Society for Worldwide Interbank Financial Telecommunication and BIC stands for Bank Identifier Code. Together they make up the 8-11 character identification code of a bank or financial institution.
When sending a payment overseas the SWIFT/BIC code helps us identify the receiving (beneficiary) bank or financial institution (it is not obligatory but we strongly recommend you include it).
The beneficiary's bank can provide the appropriate SWIFT/BIC code in order to enable an international money transfer to reach the overseas account. Alternatively, SWIFT/Bank Identifier Codes can be looked up on the SWIFT website, http://www.swift.com/bsl/.
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What do I enter in the Branch Number field?
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The Branch Number field should contain the unique branch code (also known as National Clearing Code) of the beneficiary's specific bank branch. Please note that branch number standards and format may vary by country. See below for guidelines:
| Country | Branch number type | Branch number length |
|---|
| Canada | Transit code | 9 digits |
| Australia | BSB | 6 digits |
| South Africa | Branch number | 6 digits |
| United States | Fedwire/Routing/ABA | 9 digits |
| United Kingdom | Sortcode | 6 digits |
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What is an IBAN?
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IBAN stands for International Bank Account Number. It is the standard formatting of an account number used for international payments to countries in the European Union and other countries.
IBANS start with a two-letter country code and contain between 15 and 34 letters and numbers in total. The length of an IBAN will differ depending on the country of the recipient (beneficiary). The IBAN should be presented as a continuous string of alphanumeric characters with no spaces (i.e. GB29NWBK60161331926819).
If you are sending funds to an account in the European Union, it is strongly recommended that you provide an IBAN. If an IBAN is not provided, you run a risk of the payment being delayed and/or returned. There is a strong likelihood that additional fees will also be incurred.
Destination countries with no IBAN allocated will require an account number.
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Are funds debited immediately from my funding account?
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No. Requests are validated by our bank staff before processing a transaction. Please note that transfers are subject to your funding account having sufficient funds available when your request is processed.
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How long will it take for my request to be processed?
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All Transfer requests made prior to 3pm on a business day will be processed the same day. Any Transfer requests made after 3pm will be processed the following business day.
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When will the recipient/beneficiary receive the funds?
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Once the payment is processed by us and forwarded to the overseas bank for processing, applying funds to the beneficiary's account is the responsibility of the recipient bank. Effecting the payment to the beneficiary's account, may depend on the recipient bank's policy, systems and factors such as public and bank holidays.
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Where can I see a record of my submitted request?
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To see a record of your submitted request, log in to Online Banking, click the 'Bank Mail' link, and then select 'Outbox'.
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How will I know when my request has been processed?
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The transaction will appear on your account in Online Banking.
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What is 'two-factor authentication' and 'OnlineCode'?
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To protect your security, we often need to confirm who you are before giving you access to your accounts. A two-factor authentication process uses two 'factors':
- Something you know e.g. your customer number and password, and
- Something you have e.g. an object or device, such as your mobile phone in this case.
OnlineCode is a 'two-factor authentication' process for National Bank Online Banking. It works by sending a unique 8-digit 'single use' code to your mobile phone when you begin to use an Online Banking function for which OnlineCode applies. The 8-digit code is valid for your entire Online Banking session, enabling you to do multiple transactions.
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How do I register for OnlineCode?
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To register for this service you need a TXT capable mobile phone. Log In to Online Banking, go to 'My Details & Services' page, click on the 'OnlineCode Registration' link and follow the prompts.
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What features of Online Banking can OnlineCode be used with?
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You can use OnlineCode for creating and amending Automatic Payments, creating bill payees, Bill Payments, One-off Payments and Tax Payments. It can also be used for changing your contact details, email preferences and Online Banking password.
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When will OnlineCode be required?
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Registration and use is compulsory if you want to make payments larger than $10,000 or send money overseas. You can opt to use OnlineCode for all your transactions, setting up payees, and changing your Online Banking preferences.